This document describes how the severity is assigned to support tickets.
The severity of a ticket is defined by two factors, the environment type and the business impact. The following table outlines the severity for each possible scenario:
| Production Environment |
Non-Production Environment |
|
| Severe Business Impact | Severity 1 | Severity 3 |
| High Business Impact | Severity 2 | Severity 3 |
| Moderate Business Impact | Severity 3 | Severity 4 |
| Low Business Impact | Severity 4 | Severity 4 |
For more detailed information about the business impacts, please review the descriptions and examples.
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